2Know Magazine: Sharing KM Knowledge
2Know: Sharing KM Knowledge
April 2021 - Magazine No. 259
April 2021 - Magazine No. 259

We’re all familiar with or have at least heard of the term ‘Internet of Things’ (IoT), which defines relations between various sources on the web and allows one to consume data according to their interests. But what does the user do with this data? This is where IoB- the Internet of Behavior- applies. Because IoB is the next phase in understanding users’ behavior as another layer of the marketing branch. It is a process in which the collected information is processed in terms of behavioural psychology and attempts to understand and predict user’s behavior according to said data.


Gothe Nyman devised a model describing the evolution of web surfers’ behavior: collecting the data, tracking and acting accordingly, and formulating insights. He explained that once you successfully follow the surfer’s data searches’ pattern, you can predict their online consumption habits, since while IoT discusses data and information, consumers’ behavior involves the pyramid’s two highest layers: knowledge and wisdom. Knowledge regarding behavior can be extracted from data and information as well as insights that will assist companies in utilizing this knowledge to their benefit.


This insight itself may affect several areas which directly and indirectly affect the field of Knowledge Management:

  1. User Experience: classic knowledge management considers a positive UX. Understanding the user’s behavior. after collecting the required data, it can assist businesses organizations to improve the interface and in turn, the User Experience.
  2. Search Optimization: SXO is a search optimization model designed to ensure a positive UX. A knowledge of surfers’ behavior according to the content they consume will allow us to optimally make information more accessible. Ideally, it won’t require users to invest much cognitive effort.
  3. Service improvement: organizations that mainly provide service can also improve their service by analyzing users’ behavior and make their most requested services accessible on their storefront.
  4. Edge products: organizations that mainly develop products can adapt their products according to the types of information surfers searched for so that the product indeed meets all demands.




Written By Lior Cohen

In the early 90’s, approximately 65% of all children under the age of five in Vietnam suffered from malnutrition. On December 1990, members of American charity foundation ‘Save the Children” Jerry and Monece Sternin arrived at the Kong Shwong District and opened a firm to save the Jews. An intensive study which included approximately under the age of three suffering from malnutrition led the researchers to inquire whether there are children from very poor families in the district that are nevertheless sufficiently fed. And the answer was: yes! There are children from poor families that are healthy, though they are few.


Those poor families that successfully evaded malnutrition with no access to special resources raised the question: what did these families do that others did not? To find out, community members visited the homes of six of the poorest families with well fed children in each of the district’s villages. The inspection revealed the solution: the family members collected small shrimps and crabs from the dust fields and added them to their children’s meals. These dishes are known to contain protein and minerals. Furthermore, the family members made sure to add sweet potatoes, which contain essential nutrients, to their children’s meals.


What was furthermore revealed was that these shrimp and sweet potatoes were available to everyone, yet most community members believed that they aren’t appropriate for young children. Furthermore, these mothers fed their children smaller meals three of four times a day rather than two large ones as is customary among most families in the district. They also fed their children actively rather than placing it before them and made sure that no food goes to waste.


What is a Positive Deviance?

Access to social and behavioural change is based on the assumption that every community has members that through uncommon, yet effective strategies or behaviour enable them to find solutions to problems better than others, despite handling similar challenges and possessing resources or knowledge similar to those of their friends.


The efficiency of the Positive Deviance

As professional functionaries in organizations we often provide solutions based on our knowledge and experience, as well as on studies, similar success stories, etc. while in most cases someone in the organization already holds the solution to this challenge. All we need to do is track them down and copy their behaviour to handle complex challenges in the organization.

In this method the solution is attained optimally since it is a proven solution for the appropriate population. It doesn’t require additional, special resources beyond what currently exists in said population. It doesn’t require long, complex planning as it arrives already ‘sealed’ and proven.


That said, the method’s great advantage lays in one of the most powerful influence on people: the ‘Social Proof’ component. Social Proof is the human tendency to act as a result of other members of society acting some way. When a certain malfunction of shortcoming is so deeply carved in a substantial portion of society, the greatest obstacle is generating trust in the solution and commitment to the process on said workers’ behalf. The Social Proof component pushes our target audience to adopt uncommon behaviour due to it being implemented by other individuals in the organization.


If we generate sharing and engagement among our target audience by reviewing success stories and getting them to practice these solutions in the most experiential way, we can incorporate them into the process and substantially promote the solution in their units as well.


Back to Vietnam

Parents to children suffering from malnutrition gathered at the fields to observe how the families that manifested a positive deviance acted. They began to go out to the rice fields daily and collected tiny shrimp and crabs and sweet potato plants. They learned how to cook and prepare different food using methods that were new to them. Malnutrition subsequently dropped by 85% in 14 of the first communities to adopt the method. During the following years, the positive deviance method became a national program in Vietnam that assisted more than 2.2 million people, including more than 500,000 children’s nutritional status improving.

How to accomplish this in your organization?


  1. Detect your knowledge fields and critical activities
  2. Search for the teams that produce the best performances in these areas (best sales team, best service team, safest factory, most engaged team, fastest production, lowest resource consumption, etc.)
  3. Learn from them proactively, using interviews, surveys, etc. to understand the secret to their success.
  4. Share their success with the rest of the organization and challenge others to provide similar results






Written By Anat Drucker

Acceptance Testing (UAT) is a type of quality tests that is performed at the end of an online product development process. The test is performed as a closing phase, following the completion of a functionality test (such as ‘can the buttons be pushed?’ or ‘do the pages open’?) by the product development team dealing with Quality Assurance. The test focuses on whether the product address the users’ needs and the original business goals.

The test is performed by the client that requested the development such as the business, to ensure that the product operates optimally in terms of appearance, content display and usability. Furthermore, incorporating other developments/components related to the process is considered before launching to edge customers. This test is an essential stage that ensures that only products that meet the organization’s standard complete the development process and are approved for launch.


The advantages of running  UATs


  • Customer satisfaction: the product was developed for edge customers. UATs ensure that the product indeed serves the purpose for which it was designed and reduce the chance that the product will face malfunction when used, in turn contributing to a positive UX.
  • Saving time: if the product doesn’t meet the customers’ demands, it will have to be returned to development. It will take time to detect the defects and then perform the necessary alterations. This will certainly waste both the development team and the customers’ precious time.
  • Cost effective: after launching the product, it is much harder to perform changes to product development in terms of resources and costs. A UAT ensures that the product will reach the customers fully functional to prevent further costs from being allocated for the purpose of fixing it.

Hereby is a description of the UAT’s five stages. These stages are relevant to any project. However, their focus is adapted to the nature of this stage in the development lifecycle.


  1. Planning:
  • Defining the test’s scope
  • Defining a schedule for starting and completing the texts, according to the planned product launch date. Furthermore, defining a schedule for fixing defects and another test following said fixing.
  • Allocating a team of UAT testers and team manager to supervise the process. These testers should be skilled, experienced and well versed in both the products and the business demands.
  • Setting up a work environment in which the tests will be performed.
  • Writing scenarios and instructions for performing the tests including predicted outcome, as well as manuals for using and operating the product.
  • Formulating a method for documenting the essence of these tests and reporting defects for a recheck.
  1. Performance: Once the tests are planned, they can be performed, then reviewed to debate proceeding to the product launch stage. The tests should be efficient, covering all possible scenarios that may occur when the product will be in use, performed while maintaining ongoing communication between the testers and the development team for fixing bugs in case such were detected.
  2. Documentation: Documenting the successful tests and the defects requiring fixing in order to keep an eye on the process’s progress. Orderly documentation is the basis for improving current and future test results.
  3. Authorization: after ensuring all tests were completed, including fixing the defects and rechecking them, it is safe to authorize this product as one that meets organization standards and authorize the developments to be launched.
  4. Conclusion and lessons learned: concluding the activity and analysing the results of the UATs in terms of following the schedule, test quality, and the overall conduct of all those involved in the project: testers, developers, and project managers. Thus, we can retain the process’s strengths as well as identify shortcomings and define improvement strategies to be implemented in the future UATs.

In conclusion, a successful product is one that meets the customers expectations and is compatible with its purpose. When we perform the relevant tests, including User Acceptance Testing, we ensure positive User Experience and the overall satisfaction of our customers.



Written by Rom Knowledgeware
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